Skillsets required
- 15+ years operational management experience
- Offshore operating structure, including responsibility for managing significant teams based out of different sites in India
- Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable.
- Strong communication and influencing skill
- Personal flexibility and willingness to travel at short notice
- Should have experience of managing global delivery
Role Description:
Functional responsibility will cover service delivery both onshore and offshore.
- End to End Ownership at Account level. Responsible for Process Adherence, Compliance, Team Retention and SLAs at account level as per client MSA
- Management of Offshore operational resources in Chennai / Lucknow
- Responsible for improving Turnaround time, Active time, Customer Satisfaction
- Increasing and driving more work offshore
- Supporting new sales opportunities to deliver refined and new service offerings for our existing and new clients
- Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation
- Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
- Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients
